Super OYO 979 Hua Kuok Inn — Hotel in Borneo

DO NOT STAY!!!! Rooms are dirty, management are scammers and liars.||||Only giving one star for the nice receptionist. ||||We checked in to the room and were greeted by the smell of mould. We left our belongings to go get dinner and on our return we find a COCKROACH. It was slowly clambering across the bed. We immediately went downstairs and explained the situation to the hotel receptionist. He very kindly removed our luggage (whereupon he saw the cockroach) and offered us an alternative room. We didn't want to stay in such an unclean and foul smelling accommodation so we asked the receptionist whether we would get a refund if we immediately checked out to go to a different hotel.||||The receptionist advised us that by contacting booking.com (who we had booked via) we should be able to undergo the process of getting a refund. He did not say anything about collecting evidence or taking a photo / video of the cockroach. The receptionist said we can get a refund without any charges.||||We requested the refund through Booking.com as per protocol. Booking.com told us they sent an email to the hotel requesting confirmation of a refund but it was not answered. We had to call the hotel ourselves multiple times as they did not respond to Booking.com’s email for over 10 days. We were initially told we couldn't get a refund at all as we had no evidence of there being a cockroach. We asked them to ask the hotel receptionist who saw the cockroach.||After a few more calls chasing this up, we were then told by the hotel that we were only eligible for a 60% refund due to their refund policy. We tried looking online for this refund policy and could not find it. We contacted them asking whether we can get a full refund or at least where in their policy it is mentioned that we can only get a partial refund. They told us to look on their website and after we explained that we cannot find it, backtracked and told us they cannot show their refund policy to guests. ||||OYO management also explicitly told us that we will only be getting 60% back due to us having stayed for one night. This is not true. We checked out the same calendar day, within 4 hours of us having checked in. We did not stay overnight as we checked out before midnight. The beds were in fact untouched, as the hotel receptionist could have verified.||||The customer service refused to listen and abruptly hung up. When we called again, the OYO customer service lady CLARA was rude, snappy and had a go at us for calling them multiple times (which was necessary for us to do as they ignored Booking.com). She also refused to talk to us for more than 10 minutes saying it's not in their policy, but wouldn't share this policy or the refund policy but still said we should be aware of it. OYO customer service lady CLARA was incredibly disrespectful and acted as if we were the ones inconveniencing her despite them retaining our money and not even providing a basic service, and she kept interrupting and talking over us. It has been three months and they have not even given our 60% refund back. 161.36RM wasted. This may seem like a small amount but we are students and everything counts.||||TLDR; DO NOT STAY. They are thieves and scammers with disgusting...

DO NOT STAY!!!! Rooms are dirty, management are scammers and liars.

Only giving one star for the nice receptionist.

We checked in to the room and were greeted by the smell of mould. We left our belongings to go get dinner and on our return we find a COCKROACH. It was slowly clambering across the bed. We immediately went downstairs and explained the situation to the hotel receptionist. He very kindly removed our luggage (whereupon he saw the cockroach) and offered us an alternative room. We didn't want to stay in such an unclean and foul smelling accommodation so we asked the receptionist whether we would get a refund if we immediately checked out to go to a different hotel.

The receptionist advised us that by contacting booking.com (who we had booked via) we should be able to undergo the process of getting a refund. He did not say anything about collecting evidence or taking a photo / video of the cockroach. The receptionist said we can get a refund without any charges.

We requested the refund through Booking.com as per protocol. Booking.com told us they sent an email to the hotel requesting confirmation of a refund but it was not answered. We had to call the hotel ourselves multiple times as they did not respond to Booking.com’s email for over 10 days. We were initially told we couldn't get a refund at all as we had no evidence of there being a cockroach. We asked them to ask the hotel receptionist who saw the cockroach. After a few more calls chasing this up, we were then told by the hotel that we were only eligible for a 60% refund due to their refund policy. We tried looking online for this refund policy and could not find it. We contacted them asking whether we can get a full refund or at least where in their policy it is mentioned that we can only get a partial refund. They told us to look on their website and after we explained that we cannot find it, backtracked and told us they cannot show their refund policy to guests.

OYO management also explicitly told us that we will only be getting 60% back due to us having stayed for one night. This is not true. We checked out the same calendar day, within 4 hours of us having checked in. We did not stay overnight as we checked out before midnight. The beds were in fact untouched, as the hotel receptionist could have verified.

The customer service refused to listen and abruptly hung up. When we called again, the OYO customer service lady CLARA was rude, snappy and had a go at us for calling them multiple times (which was necessary for us to do as they ignored Booking.com). She also refused to talk to us for more than 10 minutes saying it's not in their policy, but wouldn't share this policy or the refund policy but still said we should be aware of it. OYO customer service lady CLARA was incredibly disrespectful and acted as if we were the ones inconveniencing her despite them retaining our money and not even providing a basic service, and she kept interrupting and talking over us. It has been three months and they have not even given our 60% refund back. 161.36RM wasted. This may seem like a small amount but we are students and everything counts.

TLDR; DO NOT STAY. They are thieves and scammers with disgusting...

We came with 1 suitcase and 1 backpack and booked 2 nights (lucky, it's only 2 nights) and Clearly written request for "non-smoking room". First impression was so bad! They charged us another RM 10 per night as the rule said without explaining in the Agoda/Agency. So, was that the guests fault if they don't know about that and you guys just explained that on that day with unwelcome greeting and comparing with other hotel? Then, they gave us the top room which was level 4, and Surprisingly the lift was in processed to be repaired! So we've to managed to carry the stuff our own to level 4 and not end up until there, the room smelt ciggie so badly! you guys can guess after unwelcome greeting, tiring day + carrying your luggage to level 4, you have to go to downstairs (again) to deal with them. Not end up there, they decided to move the room to one level below. WTH man, was that means we have to carry the luggage to down stairs WITHOUT lift???? The guy, looks like the owner ask the staff (The one who ruin the whole review) to carry our luggage to the room. not end up there, the GUY came to the room with our luggage and ask, "your jacket and some stuffs still up there" Then what? why you've done 1/2 way job? "You want me to go back to go get it?" he asked. Seems like this business was employing someone's LAZY. I was about to get mad, but my friend managed it and got the rest of stuffs by herself. Continuing the complaint, The WIFI was not reached the room. I went to downstairs to receptionist and asked for help. What the guys said? "If you were in the 4th level, we understood the situation, but u in the 3rd level, everyone was okay with the wifi". (Let's thought about it. From what he said, WIFI was common issue that never fixed.) I asked him to checked in my room, and he REFUSED with reason "HE BUSY with his work" Because I needed internet connection ASAP, I sat down at the waiting room (Level 1) to connect to WIFI. And you know, WTH busy he was? HE WAS BUSY WATCHING (kind of FOOTBALL) WITH A LOUD VOLUME. Man, This place might be good (at first), but your staff make it ABSOLUTELY HORRIBLE! Overall, Cleanliness and room size were ok, The points that make it problem were: CHARGING Guests before explaining it earlier through your agency YOUR SERVICE (YOUR HORRIBLE STAFF) LIFT WIFI Anw, there are 2-3 hotels around, so please be...